US9412103B1 - Methods systems and computer program products for managing access to customer data - Google Patents

Abstract

Controlling access to customer data. A customer service agent is provided with indirect access to customer data through an intermediate computer such that it is not necessary for the customer service agent to ask questions about the received customer data or receive such data from the customer directly. Secure data access can be used to validate customers and streamline customer interaction and discussions with customer service agents since many questions a customer service agent may ask a customer directly during a discussion are already answered and known to the customer service agent before the customer speaks with the customer service agent. The customer can select which merchants receive customer data, and customer data can be entered manually or acquired by processing images of customer documents or cards such as personal identification or account cards containing information to be used during customer service discussions.

Description

SUMMARY

Embodiments relate to managing customer data and access to customer data by a merchant by, for example, placing restrictions on how and when customer data can be accessed by a customer service agent of the merchant.

Certain embodiments are directed to providing a customer or end user with the ability to control which customer data will be presented to a customer service agent and how and when such data will be presented to or accessed by a customer service agent.

Certain embodiments are directed to allowing a customer or end user with the ability to select which customer data will be presented to a customer service agent, initiate a call or communication to a customer service agent, and request that the customer service agent be provided access to customer data. This may be done using the same computing device.

Certain other embodiments involve methods performed by a computing device of a customer, such as a computer, tablet or mobile communication device, methods performed by a host or intermediate computing device, and methods performed by a customer service agent or merchant computing device.

Methods may involve steps performed by one or more or all of the customer, intermediate and agent computing devices, and one or more or all of the customer, host and customer service agent such as by the customer and host, the customer and merchant, the host and merchant and the customer, host and merchant.

One embodiment is directed to a method performed by a host or intermediate computing device in communication with a computing device of a customer and a computing device of a merchant or customer service agent of the merchant through respective networks, for providing the customer service agent with access to customer data. The method comprises the intermediate computing device storing customer data, e.g., from a customer's mobile communication device, and receiving a request for stored customer data during a communication involving the customer and the customer service agent (e.g., in one embodiment, during navigation of the merchant's interactive voice response menu by the customer, before the customer speaks with the customer service agent). The method further comprises the intermediate computing device providing the customer service agent's computing device with access to the customer's data managed by the intermediate computing device in response to the request, during the communication, after which the customer and customer service agent can speak with each other.

In other embodiments, the customer service agent is not presented with or provided access to any customer data, or only limited or certain types of customer data. For example, the intermediate computing device may validate or confirm that the customer is a customer of the merchant such that it is appropriate for the customer to request customer service.

A further embodiment is directed to a method performed by a computing device of or utilized by a customer, such as a computer, tablet or mobile communication device or application or program executing on the computing device. The method comprises preparing for or facilitating a communication involving the customer and a customer service agent of a merchant. The method comprises receiving data of the customer and receiving an identification of the merchant, which may be selected or entered by the customer. The method further comprises the computing device transmitting the customer data and identification of the merchant to an intermediate computing device of a third party host. The intermediate computing device is also in communication with a computing device of the merchant or customer service agent of the merchant. Thus, when the intermediate computing device receives a request for stored customer data during the communication involving the customer and the customer service agent (but before the customer actually speaks with the customer service agent), the customer service agent's computing device is provided with access to the customer's data via the intermediate computing device, without the customer having to provide that data to the customer service agent during a live communication when the customer, for example, speaks with the customer service agent at a later time.

Yet another embodiment is performed by a computing device of the merchant or customer service agent of the merchant for accessing customer data indirectly from the customer during a communication involving the customer and a customer service agent of the merchant assisting the customer, before the customer speaks with the customer service agent. The method comprises the customer service agent's computing device receiving customer identification data during the communication (but before the customer actually speaks with the customer service agent) and transmitting a request (including the identification data) to the intermediate computing device managed by a host other than the merchant for access to stored customer data. The method further comprises accessing customer data managed by the intermediate computing device and associated the identification data.

A further embodiment is directed to user navigation or interaction with an application executing on a mobile communication device or other computing device of the customer to enter or import customer data (e.g., manual entry, scan or mage and character recognition as necessary), and transmitting customer data to the intermediate computing device. The same mobile communication device may be used to call or contact the customer service agent, which uses identification data such as a telephone number or electronic mail address to request customer data from the intermediate computing device.

Further embodiments are directed to user interfaces generated by an application or program executing on a computing device of the customer or merchant. For example, one embodiment is directed to a user interface generated by an application executing on a mobile communication of the customer. The user interface allows the customer to enter, import or acquire customer data. The user interface also allows the customer to identify or select merchants to which customer data should be provided. The user interface may also allow the customer to enter a note or message for the customer service agent, e.g., specifying why the customer is contacting the merchant. The user interface may also allow the customer to initiate a communication with the merchant, and allow the customer to control when the customer data is sent to the intermediate computer and to the customer service agent (before a communication with the customer service agent, or during navigation of a call menu before the customer speaks with the customer service agent).

Other embodiments are directed to articles of manufacture or computer program products comprising a non-transitory computer readable storage medium embodying one or more instructions executable by a computing device to perform method embodiments involving acquisition of customer data, controlling access to customer data, and requesting customer data. Such computer program products may execute on or be accessed by the customer's computing device, the intermediate computing device and/or the merchant's or customer service agent's computing device.

Yet additional embodiments are directed to systems configured to allow a customer enter, import or acquire customer data, transmit customer data for storage or management by the intermediate computing device, and to provide a customer service agent's computing device with access to the customer's data managed by the intermediate computing device. System embodiments may involve one or more or all of a customer's computing device such as a mobile communication device, the intermediate computing device, and the merchant computing device. The intermediate computing device is managed and controlled by a host other than the merchant or customer service agent such that the intermediate computing device serves to control various parameters of access to customer data, such as which data is made available, and how and when the customer service agent can access customer data.

In a single or multiple embodiments, the intermediate computing device receives customer data from a mobile communication device, receives a request for stored customer data from the merchant's or customer service agent's computing device, and provides the customer service agent's computing device with access to the requested customer data. The intermediate computing device may store data of multiple customers, which is requested by a particular customer service agent computing device, or store data of multiple customers requested by various customer service agent computing devices. Thus, the intermediate computing device may serve one or multiple customers and/or one or multiple merchants.

In a single or multiple embodiments, the intermediate computing device provides managed or restricted access to customer data based at least in part upon customer identification data received from the customer service agent's computing device. For example, a customer may begin a call to a customer service agent, and that telephone number is transmitted to the customer service agent's computing device and submitted by the customer service agent's computing device to the intermediate computing device to request access to customer data associated with that telephone number. Depending on the computing devices and communication protocols employed, the identification data may also be an electronic mail address utilized by the customer to contact the customer service agent or an Internet Protocol (IP) address of the customer's computing device utilized during an on-line communication with the customer service agent's computing device.

In a single or multiple embodiments, the intermediate computing device provides the customer service agent's computing device with access to the customer's stored data such that the customer service agent does not have to request stored data from the customer verbally during a live conversation. The access granted is limited or restricted. For example, the intermediate computing device may allow the customer service agent's computing device to access customer data on a read only basis and/or to only view customer data for a limited time. For example, the customer service agent may be able to view customer data only for the duration of a call by the customer, but when the call terminates, so does the customer service agent's access to the customer data. As another example, the duration of access can be for a pre-determined time, e.g., starting when the customer speaks with the customer service agent, or selected by the customer. The customer, through the user interface of displayed by the customer's computing device, can also control or initiate when the customer service agent's computing device receives or is allowed to access the customer's data.

In a single or multiple embodiments, the user manually enters data, e.g., data of an account or membership card, business card, or personal information or information within an authentication document of the customer such as a driver's license or social security card. Authentication data may also be in the form of biometric data such as a voice sample or photograph of the customer. The customer may also utilize a camera or other image capture element of the computing device to acquire an image or photograph. Customer data in the form of the photograph, or resulting text or other data from a text recognition process, is transmitted to the intermediate computing device. Customer data entry, acquisition and any processing may be performed prior to the customer initiating communication with the customer service agent, or while the customer is navigating a menu (such as a menu displayed on a screen of the mobile communication device or a call menu of the merchant). Thus, the customer service agent may be provided access to customer data while the customer is navigating a call menu or shortly before the customer speaks with the customer service agent.

In a single or multiple embodiments, in addition to customer data, the customer may provide other input such as a note or message, which may be created through the customer's computing device. The note or message may, for example, specify a reason why the customer is calling the merchant or customer service agent. The note or message is transmitted with the customer data to the intermediate computing device and accessed by the customer service agent's computing device.

In a single or multiple embodiments, the intermediate computing device receives customer data or a customer profile including customer data and selected merchant(s). The intermediate computing device may also receive merchant profiles indicating what types of customer data would be required or useful to customer service agents. Based on the received customer profile, and the merchant profile, the intermediate computing device can generate a document or database or table entry (generally, document) including customer data within the customer profile and identified in the merchant profile. Thus, since different customer data may be pertinent to different merchants (e.g., for a bank, credit card company and utility company), some or all of the data in a customer profile may be used to generate a document based at least in part upon a merchant profile.

In a single or multiple embodiments, a password or authentication data is required before the customer service agent is permitted to access customer data. For example, the customer may call customer service, the customer service agent's computing device uses the phone number to request customer data from the intermediate computing device, which informs the customer service agent's computing device that a password is required. The customer service agent's computing device then requests the password from the consumer. The consumer provides the password to the customer service agent's computing device, which then transmits the password to the intermediate computing device. The intermediate computing device compares the received password and stored password, or password received from the customer, provides the customer service agent computing device with access to the customer data if the passwords match. Other embodiments may involve having the customer service agent call the customer back after accessing customer data and performing any required validation or confirmation analysis.

BRIEF DESCRIPTION OF THE DRAWINGS

The foregoing and other aspects of embodiments are described in further detail with reference to the accompanying drawings, wherein:

FIG. 1 is a diagram illustrating system components and communications for implementing a method for managing access to customer data through an intermediate computer;

FIG. 2 is a flow diagram illustrating one embodiment of a method for acquiring and transmitting customer data to the intermediate computer for use in managing access to customer data;

FIG. 3 is a flow diagram illustrating one embodiment of a method for receiving and managing access to customer data;

FIG. 4 is a flow diagram illustrating one embodiment of a method for requesting access to customer data;

FIG. 5 is a diagram illustrating components of a system constructed according to one embodiment for managing access to customer data through an intermediate computer;

FIG. 6 is a flow diagram illustrating method steps for managing access to customer data through an intermediate computer according to embodiments;

FIG. 7 shows an example of a screen shot of a user interface generated by an acquisition application for entering or acquiring customer data according to embodiments;

FIG. 8 shows an example of a screen shot of a user interface generated by an acquisition application for selecting a merchant that is to be given access to customer data according to embodiments;

FIGS. 9A-B illustrate examples of customer data access preferences that can be selected or specified by a customer;

FIG. 10 shows an example of a screen shot of a user interface generated by an acquisition application that allows a customer to take actions relative to a selected merchant that is to be given access to customer data according to embodiments;

FIG. 11 shows an example of a screen shot of a user interface generated by an acquisition application showing transmission of a customer profile to an intermediate computer according to embodiments;

FIG. 12 is a table illustrating how different merchant profiles;

FIG. 13 shows an example of a screen shot of a user interface generated by an acquisition application for initiating a communication with a customer service agent;

FIG. 14 is a flow diagram illustrating method steps for allowing a customer service agent to request access to customer data utilizing customer identification data;

FIG. 15 shows an example of a screen shot of a user interface generated by a request application and displayed to a customer service agent or merchant according to embodiments;

FIG. 16 is a flow diagram illustrating method steps involving an intermediate computer for allowing a customer service agent to access to customer data; and

FIG. 17 is a block diagram of components of a computing device or system in which various embodiments may be implemented or that may be utilized to execute various embodiments.

DETAILED DESCRIPTION OF ILLUSTRATED EMBODIMENTS

Embodiments related to systems and methods for managing data of customers or end users (generally, customers) and access to customer data by a merchant or customer service agent (CSA) or representative of the merchant (generally, “CSA” or “agent”) from which the customer purchased a product, at which the customer has an account or is a member, or has some other relationship, which may be a current or existing relationship, or the customer is engaging in a new relationship or new customer service request.

Referring toFIG. 1, in one system embodiment, acomputing device110 of an end user, consumer or customer115 (generally, “customer”) is in communication with anintermediate computer120 of a third party host or manager125 (generally, “host,” which is not the agent or merchant135) and acomputing device130 of the customer service agent (“CSA” inFIG. 1) of themerchant135. For ease of explanation, reference is made toCSA135 or aCSA computer130, although it will be understood that aCSA135 is providing customer service for a merchant to assist customers115 of the merchant. Accordingly, reference number “135” may refer to the merchant, a CSA of or associated with the merchant.

The customer115 executes a program, such as an application executing on themobile communication device110, to enter or acquire customer data. Customer data may, for example, be in the form of account, bill, business card, membership, personal and/or authentication data. Thus, customer data may be account data, data that is not related to account data such as authentication data, one example of which is a personal identification document, or a combination thereof. Customer data is uploaded by the customer115 to theintermediate computer120, which stores customer data and manages howCSAs135 access the customer's data, e.g., before or during a communication involving the customer115 andCSA135, but before a live communication between the customer115 andCSA135.

Embodiments eliminate the need for customers115 to track, remember and re-enter or repeat their customer data, while facilitating introduction and validation of the customer to aCSA135 provided with managed, restricted or limited access to customer data (e.g., (e.g., read only access or time restricted access), before even speaking or communicating with the customer115. In this manner, embodiments reduce customer service wait times and live interaction traditionally needed for customer service inquiries, particularly with regard to customer data involving introductory or general matters that are not pertinent to the particular reason for the customer's inquiry. This is done while providing a more personalized, contextual and efficient customer service experience, while enhancing customer service, data security and brand image, while reducing customer service times and costs.

With continuing reference toFIG. 1, and with further reference toFIG. 2, in an embodiment of a method performed from the perspective of, or involving, the customer115 or customer'scomputing device110, at202, an application or program is launched on the customer'scomputing device110, one example of which is a mobile communication device. At204, customer data is acquired or received at or using the customer'scomputing device110. At206, customer data is transmitted from themobile communication device110 to theintermediate computer120 for storage. Theintermediate computer120 then manages access to stored customer data by theCSA135 before and/or during a live customer service communication (e.g., live conversation). For ease of explanation, and to illustrate one manner in which embodiments may be implemented, reference is made to amobile communication device110,intermediate computer120 andCSA computer130, although as discussed in further detail below, it will be understood that embodiments may involve various types of computing devices.

With continuing reference toFIG. 1, and with further reference toFIG. 3, in an embodiment of a method performed from the perspective of, or involving, thehost125 orintermediate computer120, customer data is received from the customer'smobile communication device110 and stored at302. At304, theintermediate computer120 receives a request from the CSA'scomputer130 to access customer data, e.g., following customer call or initiation or request142 to speak with aCSA135, but before the customer115 andCSA135 actually engage in live communications or speak with each other directly. At306, theintermediate computer120 looks up customer data and associated access restrictions or parameters, and providesCSA135 with the specified managed, restricted or limited access to stored customer data. While access may be considered to be granted by theintermediate computer120 to theCSA computer135, which causes customer data to be displayed or otherwise presented to theCSA130, reference may be made to theintermediate computer120 or host125 granting access to theCSA135 andCSA computer130. The customer115 andCSA135 then communicate with each other, e.g. directly during a live phone conversation.

Referring toFIG. 4, in an embodiment of a method performed from the perspective of, or involving, theCSA computer130, theCSA computer130 receives from the mobile communication device110 a call or initiation or request to speak with theCSA135 at402. At404, theCSA computer130 transmits a message or request to theintermediate computer120 for access to data for that customer115 that is managed byintermediate computer120. At406, theCSA computer130 is granted access144 to customer data. The customer115 andCSA135 then communicate145 with each other, e.g., during a live phone conversation or chat session. Further embodiments and aspects of embodiments are described in further detail with reference toFIGS. 5-17.

Referring toFIG. 5, a system constructed according one embodiment includes or involves one or more or all of the customer'scomputing device110,intermediate computer120, andCSA computer130, or embody or execute instructions of an article of manufacture or computer program product for implementing various method steps. Computers orcomputing devices110,120,130 may communicate with each other through respective networks550a-c(generally, “network”). Example network550 that may be utilized for communications between system components may be wired and wireless or cellular networks, and include, but are not limited to, a Local Area Network (LAN), a Wide Area Network (WAN), Metropolitan Area Network (MAN), a Wi-Fi network, and other suitable networks capable of transmitting data, and a combination one or more or networks. For ease of explanation, reference is made generally to a network550, but embodiments may involve various networks, combinations thereof, and respective communications systems, and protocols.

The customer115 may have accounts or memberships atvarious merchants135, such as a financial institution, store or other merchant (generally, “merchant”) and associatedcustomer data515.Customer data515 may be within one or more of account documentation, a statement or bill, a credit, debit or other payment card, a financial instrument such as a check, a membership card (such as a grocery store or big box store club card) and a business card. For example,customer data515 may include an account number or other account data, customer identification or number, membership number and other associated account, membership and customer-related data.Customer data515 may also include personal information such as the customer's name, address, contact information, etc.Customer data515 may also include authentication information or documents that include personal information and that can be used to verify the customer's identity such as a driver's license or other government issued card or document such as a social security card, a photograph or voice sample or other biometric data.

WhileFIG. 5 generally illustratescustomer data515,customer data515 is defined as including data of the customer115 including, but not limited to, types or categories ofcustomer data515 including account, membership, personal andauthentication customer data515. It will be understood thatcustomer data515 may include some or all of these types of data and/or other customer-related data.

In the illustrated embodiment, the customer'scomputing device110 is a mobile communication device (generally, “mobile communication device110”), which includes an image capture element such as a camera520, an application orprogram512 forcustomer data515 acquisition (“Acquisition App”512 inFIG. 5). Theacquisition application512 is operable to obtain or receivecustomer data515 that is acquired, imported or otherwise generated or received utilizing thecamera510 or otherdata input element513 such as a keyboard, keyboard attachment, on-screen keyboard or other user interface (UI) element, andstore customer data515 to adata store514 as necessary. Thecamera510 is operable to acquire an image or video, and may be, or contain,customer data515. Themobile communication device110 may, if necessary, also include or utilize arecognition program517, such as an Optical Character Recognition (“OCR”517 inFIG. 5) program operable to analyze image data or frames of video and determinecustomer data515 in the form of text within the image or video frame.

In the illustrated embodiment, theintermediate computer120 includes a storage/access application or program (“Access Program”522 inFIG. 5) operable to receive, store and managecustomer data515 transmitted from themobile communication device110, and to manage how and whenCSA135 can accesscustomer data515. Theintermediate computer120 also includes adata store524 for storingcustomer data515 received from customer'smobile communication device110.Customer data515 may be in a customer profile525, oraccess program522 may generate a customer profile525 based oncustomer data515 received. Storedcustomer data515 may include alpha-numeric text data, as manually entered or as determined usingOCR517, and/or image data (e.g., as acquired using camera510).

Theaccess program522 also storesmerchant profiles535 identifying some or all of the types ofdata CSAs135 require or would prefer to have during a customer service communication. For example, a financial institution may require certain personal and account information such as name and credit card number, whereas other merchants such as a telephone company, may require name, telephone and address data, and yet other merchants may require other types of data such as a photograph in addition to other account-related data. Each merchant may have its own types of required andpreferred customer data515 for customer service communications.

In the illustrated embodiment, theCSA computer130 includes an application or program532 (“Request Program”532 inFIG. 5) operable to request access tocustomer data515 managed by theintermediate computing device120 before or during communication with the customer115. Further details about how system components function and interact with each other and examples of how embodiments may be implemented are described with reference toFIGS. 6-17.

Referring toFIG. 6, one embodiment of a method for managingcustomer data515 andCSA135 access tocustomer data515 utilizing system components described above involves a set up procedure, which may be a one-time set up procedure with data and preferences being entered, selected or imported and stored at theintermediate computing device120. As shown inFIG. 6, the method includes, at602, the customer115 downloading the acquisition application512 (e.g., from the intermediate computing device520), and executing theacquisition application512 on themobile communication device110. At604, theacquisition application512 causes a UI to be displayed on the screen of themobile communication device110, and at606, the customer115 manipulates UI to acquire, import or receivecustomer data515.

For example, referring toFIG. 7, the UI may include a menu option ortoolbar701afor enteringcustomer data515 or generating a customer profile525 includingcustomer data515, and a menu option ortoolbar701bfor browsing merchants or companies that the customer115 can select for specifying access to be provided to that merchant orCSA135.

In the illustrated embodiment, the customer115 has selected the “Store Profile” menu item ortoolbar701ato enter or acquirecustomer data515 and generate a customer profile525. The customer115 can enter or acquirecustomer data515 in different ways.

For example, the customer115 may manually enter or type customer data115 into fields of a form using a keyboard display (not illustrated inFIG. 7) of themobile communication device110 that is displayed upon contact of the field to be populated. Thus, for example, the customer115 may type in name, shipping address, billing address, social security number, or other types ofcustomer data515 as appropriate. The customer115 may also select acamera icon702, which invokes thecamera510 of themobile communication device110 to image or scan, for example, the customer's driver's license or other document, card or item that serves as or containscustomer data515, or from whichcustomer data515 can be extracted or determined using, for example,OCR program517. TheOCR program517 can be executed to identify alpha-numeric data within the image then populate displayed fields and/or the customer profile525. As another example in which the customer115 wants to set up the system for calls to the customer's financial institution regarding credit card or checking account questions, the customer115 may select acamera icon702 to acquire images of a credit or debit card, and therecognition program517 identifies alpha-numeric data within the credit or debit card such as card number, expiration date and name, and then populates corresponding fields within the “Store Profile” screen related to the determined credit or debit card data and/or customer profile525.

It will be understood that the customer115 may acquire images of various types of cards, payment instruments, statements and documents, examples of which include, but are not limited to, credit and debit cards, social security cards, checks, membership cards, business cards, account statements, driver's license, other identification cards or documents, and that various types ofcustomer data515, including one or more of account data, membership data, authentication data and personal data, may be extracted from images for use in creating a customer profile525 withcustomer data515. Further, the customer115 may employ thecamera510 and/or recording or microphone capabilities of themobile communication device110 to acquire authentication data by taking a picture or recording a voice sample of the customer115 or for data entry generally, and this data may also be added to the customer profile525.

Referring again toFIG. 6, at608, and with further reference toFIG. 8, the customer115 selects the “Browse Companies” menu option or toolbar710b, and theacquisition application512 presents a screen with alist800 ofmerchants135, and at610, the customer115 can select amerchant135, as amerchant135 that will have access tocustomer data515. In the illustrated embodiment, thelist800 includes various financial institutions or finance related companies and a utility company, but embodiments are not so limited. In the illustrated embodiment, the customer115 has selected a bank and a tax preparation program as indicated by check marks802a-b.

Continuing withFIG. 6, and with further reference toFIGS. 9A-B, certain embodiments allow the customer115 to specify preferences or parameters concerning how thecustomer data515 is managed and the type of access provided to theCSA135 via theintermediate computer120. For this purpose, at612, theacquisition application512 may display screens allowing the customer115 to specify preferences that will governCSA135 access tocustomer data515.

For example, as shown inFIG. 9A, theacquisition application512 may generate a screen withpreferences900arelating to what type of access theintermediate computer120 should grant theCSA135.Options902afor restricting access may, for example, specify that theCSA135 should be restricted to read only access such that no downloading or copying ofcustomer data515 by theCSA135 is permitted. The customer115 can select from options related to theCSA135 only being able to viewcustomer data515, and time restrictions on access, which may be based on call or communication duration or selected or specified by the customer115. Thus, for example,customer data515 may be accessible only for the duration of the customer service communication such that after theCSA135 communication has terminated, theintermediate computer120 also terminatesCSA135 access to thecustomer data515. In the illustrated example, thecustomer515 has specified that theCSA135 only has read-only access, and that read-only access is also restricted in terms of time such that theCSA135 can view thecustomer data515 for two minutes. Thesepreferences900amay be specified for allmerchants135, or on a merchant-by-merchant basis depending on, for example, the type ofmerchant135 and type ofcustomer data515 to be discussed.

FIG. 9B illustrates another screen forother preferences900binvolving options902bfor passwords or other forms of authentication data. In certain embodiments (described in further detail below), the customer115 can specify how passwords should be managed, e.g., that no passwords will be used such that the agent can requestcustomer data515 from theintermediate computer120 without a password, that a password is required before theCSA135 can accesscustomer data515, and if so, when the password should be transmitted to theCSA135, e.g., when the customer115 initiates contact with theCSA135 such that when theintermediate computer120 receives the CSA's request to accesscustomer data515, theintermediate computer120 can compare a stored password, e.g., provided by the customer115 beforehand, and the received password to determine whether access should be granted, or in response to a request by theCSA135 for the password, after theintermediate computer120 has informed theCSA135 that access requires a password from the customer115. Passwords can be one-time passwords or utilized for multiple merchants and/or multiple requests for access to customer data, randomly generated for each customer service communication, or selected by the customer115.

Referring again toFIGS. 6-7, and with further reference toFIG. 10, after the customer115 has entered, imported or acquiredcustomer data515, specifiedmerchants135 and any preferences900, thecustomer data515, or customer profile525 includingcustomer data515, is transmitted from themobile communication device110 to theintermediate computer120 at614, e.g., in response to the customer115 selecting the “Submit” button704 (FIG. 7), or “Upload Documents”button1002 as shown inFIG. 10 depending on how theacquisition application512 is configured and the timing of when some or all of thecustomer data515 is transmitted to theintermediate computer120 before the customer115 engages in live communication with theCSA135. For example, “Upload Documents”1002 may be used to upload images of documents such as a driver's license or other card or document, separately of data manually entered the customer115. While certain embodiments are described with reference to uploading documents or images thereof separately from other customer data115, it will be understood that all customer data115 may be uploaded simultaneously or by the customer115 pressing UI element.

The customer profile525 orcustomer data515 that is transmitted (“transmit”status screen1100 shown inFIG. 11) may include text data (e.g., as determined using OCR117), manually entered data (e.g., into a customer profile525 form, or into a form for a specific merchant135), and other types of data such as images and voice samples in embodiments in which theaccess program522 employs OCR117, or if images or voice samples are used for customer115 identification, authentication or verification.

At616, theintermediate computer120, executing accesscontrol application program522, receives the customer profile525 or customer data515 (generally, customer data515). At618, theaccess program522 stores the customer profile ordata515 in adata store524, and at620, generates a document or database or table entry includingcustomer data515 for aprofile535 of amerchant135 identified by the customer115.

For example, referring toFIG. 12, step620 may involve theintermediate computer120 determining the selectedmerchant135, looking upmerchant profiles535, which may specify types ofcustomer data515 that are required or preferred by themerchant135, and types ofcustomer data515 that are optional for customer service communications with themerchant135. Thus, in the example illustrated inFIG. 12, amerchant profile535 may specify that one merchant requirescustomer data515 in the form of customer name, shipping address, billing address, social security number and account number, whereas other merchants require different types ofcustomer data515 such as only name and account number. It will be understood thatdifferent merchants135 may require or prefer different types and combinations ofcustomer data515, and the types ofcustomer data515 noted above are provided as examples. Theaccess program522 can selectcustomer data515 for themerchant profile535 or generate a document or table or database entry withcustomer data515 corresponding to aprofile535 of a selectedmerchant135. The selectedcustomer data515 or generated document or entry may be selected or generated according to customer preferences900, e.g., the customer115 agreed to share allcustomer data515 with theCSA135, only somecustomer data515, or only required, but not optional,customer data515. Thus, the selectedcustomer data515 or generated document or entry may include some or all of the types ofcustomer data515 stored by theintermediate computer120.

According to one embodiment, method steps involving entering, importing or acquiringcustomer data515, and transmittingcustomer data515 to theintermediate computer120 may occur before any communication between the customer115 andCSA135 has been initiated, e.g., before any call or on-line chat session has begun depending on the computing devices and communication protocols employed. According to another embodiment, such method steps may occur in preparation for live communication between the customer115 andCSA135, and after the customer115 has initiated a communication, e.g., by calling the CSA and navigating acall menu536, but before the customer115 andCSA135 engage in live discussion.

For example, referring again toFIG. 10, the acquisition application's512 UI may include ascreen1000 that listscustomer data515 and/or documents that have been imaged or scanned (e.g., IRA account data, Mileage Plus ID as shown inFIG. 10) and allows the customer115 to select (noted by the “check”) documents orcustomer data515 that theCSA135 can access for a customer service communication to be initiated. Thus, as shown inFIG. 10, imaged customer documents orother customer data515 can be uploaded to theintermediate computer120 separately ofother customer data515 if not uploaded earlier, but before live discussion with theCSA135.

For example, as shown embodiment illustrated inFIG. 10, the customer115 may also provide other customer input1010 in the form of a note or message prepared1010ausing a keypad interface of themobile communication device110 or a note ormessage1010bselected from a list of reasons in thescreen1000. The customer115 can specify, for example, the nature or reason for the call so that theCSA135 not only can accesscustomer data515 before live discussion, but also know why the customer115 is calling. The list of reasons can be a standard list applicable tovarious merchants135 or may be different for eachmerchant135 or category ofmerchant135. Thus,merchants135 may specify which reasons should be displayed when the customer115 input involves aparticular merchant135 or the customer115 selects amerchant135 for which the customer115 is entering, selecting or importingcustomer data515 for eventual customer service communications.

Referring toFIGS. 13-14, and with further reference toFIG. 5, when the customer115 is ready to contactCSA135 for customer service, at1402, the customer115 executes theacquisition application512 to initiate a communication with theCSA135. For example, the customer115 navigates the list of merchants135 (as described above) and selects themerchant135 the customer115 wishes to contact, and the customer115 is given the option to “Upload Documents”1002 to the intermediate computer120 (if not done earlier), and then presses “Dial”1004 to initiate a call to the CSA135 (e.g., by auto dial, or by populating a telephone number field in akeypad1300 displayed on a screen of themobile communication device110 as shown inFIG. 13). When the customer115 presses “Dial”1004 to initiate a call to the CSA135 (FIGS. 10 and 12), theacquisition application512 looks up the phone number, or the customer115 can use akeypad1300 of themobile communication device110 to enter the number or press “dial”1004 or the “phone”icon1302 to dial the CSA's telephone number to initiate a call to theCSA135. While embodiments are described with reference to calling aCSA135, other embodiments may involve e-mail or on-line chat or other electronic communications.

Whilecustomer data515 and/or documents can be uploaded to theintermediate computer120 before any communication is initiated (before “Dial”1004 is pressed at1304), in other embodiments, the customer115 initiates a communication, e.g., by pressing “Dial”1004 to call theCSA135, and thencustomer data515 including imaged documents or text determined therefrom are transferred to theintermediate computer120 while, for example, the customer115 navigates a call menu or interactive voice response (IVR) menu536 (“IVR” inFIG. 5) of theCSA135, but before the customer115 andCSA135 engage in a live discussion. While certain embodiments are described with reference to integration within a call menu, it will be understood that this is provided as but one example of how embodiments can be implemented and in a non-limiting manner since embodiments can be implemented separately or independently of such menus.

Continuing with reference toFIGS. 5 and 14, at1404,customer identification data516 is transmitted from themobile communication device110 toCSA computer130. In the example in which the customer115 is calling theCSA135, thecustomer identification data516 is a telephone number of themobile communication device110. Thus, thesame computing device510 that executes theacquisition application512 may also be used to call theCSA135. In other embodiments, one computing device such as themobile communication device110, executes theacquisition application512 and is used to transmitcustomer data515 to theintermediate computer120, while the customer115 calls theCSA135 with another communication device, and thecustomer identification data516 is the telephone number of thatother communication device110. In other embodiments, rather than calling theCSA135, communications may involve e-mail or an on-line chat session or other communications and involve associatedcustomer identification data516.

At1406, theCSA computer130 receives the communication (in this example, a call), and receives or determines the identification data516 (in this case, telephone number). In other embodiments, depending on the computing devices and communication protocols employed, thecustomer identification data516 may also be an electronic mail address or an IP address of thecomputing device110 utilized to transmit an electronic message or initiate the on-line chat session. For ease of explanation, reference is made tocustomer identification data516 in the form of a telephone number, but it will be understood thatcustomer identification data516 may be other types of data relating to other forms of communication or other identification data that identifies the customer115.

At1408, therequest program532 executing on theCSA computer130 transmits a request to theintermediate computer120 to accesscustomer data515, together with the customer identification data516 (e.g., telephone number) received from or determined from data of the call made by the customer115 using themobile communication device110 or other communication device.

Referring toFIG. 15, at1502, theintermediate computer120 receives the request from therequest program532 executing on theCSA computer130, and at1504, searches thedata store524 for matchingcustomer identification data516 and associated customer profile525 or selectedcustomer data515 or generated document or entry includingcustomer data515.

At1506, assuming theaccess program522 identifies matchingcustomer identification data516, theaccess program522 providesrequest program532 with access tocustomer data515 associated with thecustomer identification data516 in accordance with any restrictions or limitations specified by the customer115. Thus, for example, in order to provide for enhanced customer data security, theaccess program522 may only allow therequest program532 to accesscustomer data515 such that it can be displayed, but not saved or copied by theCSA135, or allow access tocustomer data515 that is displayed for only a certain time, or only for the duration of the call, after which access is terminated and thecustomer data515 is no longer available to theCSA135. Thus, embodiments address concerns about personal information security by limiting how theCSA135 contacts, views or interacts withcustomer data515 and eliminating or reducing leaks or theft ofcustomer data515 throughCSAs135.

At1508, therequest program532 generates a UI for theCSA135 including accessedcustomer data515, and at1510, theCSA135 orCSA computer130 validates or confirms the customer115 based at least in part upon the accessedcustomer data515.

For example, referring toFIG. 16, a CSA ormerchant facing UI1600 includescustomer data515 in the form of customer name, address, checking account number and notes or a message selected or input by the customer115. Thiscustomer data515 is displayed as part of an assignedincident1602 or customer service request, together with other UI elements utilized and operable by the CSA to document or process the customer service call. For this purpose, the fields of themerchant profile535 provided to theintermediate computer120 can be mapped to fields of the CSA ormerchant facing UI1600 such that customer data fields1604 are populated withcustomer data515 selected or retrieved by theaccess program522, which is mapped to fields of themerchant profile535, which is mapped to fields of the CSA ormerchant facing UI1600. Thus, the CSA ormerchant facing UI1600 includes UI elements generated by therequest program532, or by a program to which therequest program532 is an add-on or plug in, and includes data that is provided by merchant computers as well ascustomer data515 accessed via theintermediate computer120. In the illustrated embodiment, the CSA ormerchant facing UI1600 is for customer service for a tax preparation application, e.g., available from Intuit Inc., and the customer115 is calling about a question concerning a tax return or tax preparation program.

WhileFIG. 16 illustrates an embodiment in whichcustomer data515 is accessed and displayed to theCSA135, in other embodiments, in whichcustomer data515 is used for purposes of validation or authentication, such validation or authentication steps can be performed by theaccess program522 of theintermediate computer120 on behalf of theCSA135. In this manner, theaccess program522 indicates whether the customer115 is validated or authenticated according to criteria or standards provided by themerchant135, without having to display any of thecustomer data515 to theCSA135. Embodiments thus further enhancecustomer data515 security sincecustomer data515 is received by theintermediate computer120, analyzed relative to themerchant profile535 and validation or confirmation criteria, and theaccess program522 sends a response back to therequest program532 indicating whether the customer115 is validated or confirmed. Such embodiments can minimize or eliminate the CSA's need to view or interact withcustomer data515, thus further enhancingcustomer data515 security and eliminating or further reducingcustomer data515 leaks throughCSAs135.

For example, theaccess program522 may confirm that the customer115 is a confirmed user of a tax preparation program supplied by themerchant135, or the customer115 is confirmed to be an account holder at amerchant135 of a financial institution. For this purpose, themerchant135 may allow theaccess program522 to retrieve information about its customers or account holders so that theaccess program522 can perform the validation or confirmation analysis.

Referring again toFIG. 15, at1512, a live, real-time connection is established between customer115 and theCSA135 such that at1514, the customer115 andCSA135 engage in live communications and are able to proceed to the customer's question, without the CSA having to ask routine questions aboutcustomer data515 since theCSA135 already accessed such data via the intermediate computing device. The live communication may be speaking with each other during a call, video, electronic mail exchange or on-line chat, or other form of communication.

Other embodiments that involve the same or similar communications and interaction among the customer'scomputing device110, theintermediate computer120 andCSA computer130, and other aspects that may be incorporated into system and method embodiments described above.

While embodiments described with reference toFIGS. 1-16 involve theintermediate computer120 managingcustomer data515 and restrictions concerning how and whenCSAs135 can accesscustomer data515, in other embodiments, theaccess program522 of theintermediate computer120 is embodied within theacquisition application512 executing on themobile communication device110. These embodiments involve some of the same method steps and communications as described above, which are not repeated for ease of explanation, except thatcustomer data515 access is resolved directly between the acquisition/access application512 andrequest program532.

For example, in one embodiment, aftercustomer data515 including customer documents have been entered, imported, imaged or scanned,customer data515 is stored in adata store514 of themobile communication device510, and the customer115 proceeds to call theCSA135. Identification data such as a telephone number is transmitted from themobile communication device110 to theCSA computer130 and is received by therequest program532, which may be a plug-in to the merchant's interactive voice response (IVR)menu536. The customer115 is greeted with anIVR call menu536 and may navigate to a certain branch or node of the call menu, at which time the customer115 decides or selects a menu option to provide theCSA135 with access tocustomer data515 stored in thedata store514. For example, the customer115 may press of a button on a screen of themobile communication device110 corresponding to a call menu option. Thus, before the customer115 speaks with theCSA135, the customer115 may navigate IVR call menu options “press6 for billing”, and then further navigate to “press8 to allow the agent to access your information.” In response to the customer115 pressing menu option “8,” therequest program532 transmits a request for access tocustomer data515 together with the telephone number if necessary, and the acquisition/access program512 provides theCSA135 with access to thecustomer data515 according to the established restrictions or preferences, e.g., read only access, as described above. Therequest program532 can be granted access to securecustomer data515 indata store514 before theCSA135 is even connected with the customer115 for a live discussion, while the customer115 is waiting to speak with theCSA135 and while the customer115 is navigating the IVR menu. While embodiments have been described in the context of controlling access tocustomer data515 during IVR menu navigation, other embodiments do not involveIVR menu536 navigation and instead provide theCSA135 access tocustomer data515 based on data initially transmitted identification or call data. It will be understood that the manner in which embodiments can be implemented may depend in part on the system configuration and communication protocols employed by the acquisition/access application512 andrequest program532.

Embodiments may, for example, be embodied within a plugin to anIVR call menu536 program utilized by theCSA135.

Other embodiments utilizing system configurations and various method steps described above also involve a password handshake to provide a further layer of security before a customer service agent is granted access to customer data.

For example, in one embodiment the customer115 initiates a communication withCSA135, e.g., by calling theCSA135. Therequest program532 receives the communication request and customer identification data516 (telephone number) and responds back to theacquisition application512 requesting a password, in response to which theacquisition application512 or the customer115 provides the password. In other embodiments, the password is provided with the initial communication together with thecustomer identification data516. Therequest program532, having received thecustomer identification data516 and passwords, transmits a request with the identification and password to theintermediate computer120. Theaccess program522 searchesdata store524 for a database entry associated with the identification data, compares a stored password or password received frommobile communication device110 with the password received from therequest program532, and if the passwords match, provides theCSA135 with access tocustomer data515.

Another embodiment involving a password involves various steps as described above (and not repeated for ease of explanation), but when theaccess program522 receives a request from therequest program532, theaccess program522 determines that a password is required (e.g., as a preference900 specified by the customer115 while utilizing the acquisition application512). Theaccess program532 responds to therequest program532 indicating that a password is required before theCSA135 can accesscustomer data515. Therequest program532 then requests the password from the customer115, and theacquisition application512 or customer115 provides the password. Therequest program532, now having the password, transmits another request with the password (or the password together with the customer identification data516) to theintermediate computer120, and theaccess program522 looks up thecustomer identification data516 to identify the database entry or document associated with the customer identification data516 (if necessary), compares a stored password or password received from the customer115 with the password received from therequest program532, and if the passwords match, provides theCSA135 with access to storedcustomer data515.

Yet another embodiment involves a callback request such that a first communication is initiated to allow theCSA135 to accesscustomer data515 for validation or confirmation, the first communication is terminated, and then theCSA135 calls the customer115 back. This way, the customer115 does not have to wait on hold while theCSA135reviews customer data515, and during the follow-up call, the customer115 andCSA135 can then proceed immediately or more quickly to the customer's question. Call back selections or instructions can be transmitted with the initial communication or selected by the customer115 selecting a “call back” IVR menu option.

Thus, with embodiments, theCSA135 can reviewcustomer data515 before engaging in live communication with the customer115 so that the customer115 andCSA135 can save valuable time by not having to discuss routine introductory questions about thecustomer data515, thus reducing the number of questions that need to be asked and time required for customer service discussions since the customer115 andCSA135 can proceed immediately or more quickly to the more important matter about which the customer115 is calling. For example, it has been estimated that oral verification byCSAs135 can consume up to 20% of call time, which embodiments can eliminate or substantially reduce.

Embodiments not only improve the customer experience when calling customer service by reducing wait times and time required for live discussion, but from the merchant's perspective, embodiments also yield benefits in terms of increased customer service capacity, improved customer satisfaction, and improved net promoter scores. Embodiments also address concerns about personal information security since embodiments can restrict how and whencustomer data515 is displayed or accessed, or not allowCSAs135 to access orview customer data515 at all.

FIG. 17 generally illustrates components of acomputing apparatus1700 that may be utilized to execute embodiments including amemory1710, accountprocessing program instructions1712, aprocessor1720 to execute accountprocessing program instructions1712, a network orcommunications interface1730, e.g., for communications with a network orinterconnect1740 between such components. Thememory1710 may be or may include one or more of cache, RAM, ROM, SRAM, DRAM, RDRAM, EEPROM, SDRAM and other types of volatile or non-volatile memory capable of storing data. Theprocessor unit1720 may be or may include multiple processors, a single threaded processor, a multi-threaded processor, a multi-core processor, or other type of processor capable of processing data. Depending on the particular system component (e.g., whether the component is a computer or a hand held mobile communications device), theinterconnect1740 may include a system bus, LDT, PCI, ISA, or other types of buses, and the communications or network interface may, for example, be an ethernet interface, a Frame Relay interface, or other interface. Thenetwork interface1730 may be configured to enable a system component to communicate with other system components across a network which may be a wireless or various other networks. It should be noted that one or more components ofcomputing device1700 may be located remotely and accessed via a network. Accordingly, the system configuration provided inFIG. 17 is provided to generally illustrate how embodiments may be configured and implemented.

Method embodiments may also be embodied in, or readable from, a non-transitory, computer-readable medium or carrier, e.g., one or more of the fixed and/or removable data storage data devices and/or data communications devices connected to a computer. Carriers may be, for example, magnetic storage medium, optical storage medium and magneto-optical storage medium. Examples of carriers include, but are not limited to, a floppy diskette, a memory stick or a flash drive, CD-R, CD-RW, CD-ROM, DVD-R, DVD-RW, or other carrier now known or later developed capable of storing data. Theprocessor1720 performs steps or executesprogram instructions1712 withinmemory1710 and/or embodied on the carrier to implement method embodiments.

Although particular embodiments have been shown and described, it should be understood that the above discussion is not intended to limit the scope of these embodiments. While embodiments and variations of the many aspects of the invention have been disclosed and described herein, such disclosure is provided for purposes of explanation and illustration only. Thus, various changes and modifications may be made without departing from the scope of the claims.

For example, while certain embodiments have been described with reference to communications between a customer and CSA, customer and host, and CSA and host, embodiments may be implemented as applications or programs on a particular computing device, such as an application for a mobile communication device such as a smartphone or table computing device with communication capability, or as a client application or program that recognizes the mobile communication device phone number and requests customer data from the intermediate computer utilizing that identification data, or as interactive methods and systems.

Embodiments may be implemented as or embodied within a smartphone application that scans and stores customer's documents (credit cards, driver's license etc.), which may be processed with OCR as necessary, the results stored as text within or associated with corresponding fields. Customer data may also be in the form of images of documents.

Embodiments may also be implemented as or embodied within remote client applications at the CSA or merchant computer, or within a customer service management application or voice responder. For example, embodiments may be implemented as a plug-in to a call menu preprogram or otherwise integrated into a customer service program such as a voice response system utilized by the merchant such that customer data is transmitted to the intermediate computer for access by the CSA in response to selection of a menu item by the customer, or by pressing a button or number on a smartphone keypad.

Depending on how embodiments are configured, embodiments provide restricted access (e.g., read only or time restrictions), and can prevent manipulation or downloading of customer data.

As a further example, while certain embodiments are described with reference to customer service for a tax preparation application for financial institution such as banks and credit card companies, embodiments are also applicable to various other customer service applications for other merchants, including retail merchants.

Where methods and steps described above indicate certain events occurring in certain order, those of ordinary skill in the art having the benefit of this disclosure would recognize that the ordering of certain steps may be modified and that such modifications are in accordance with the variations of the invention. Additionally, certain of the steps may be performed concurrently in a parallel process when possible, as well as performed sequentially. For example, it will be understood that customer data may be transmitted to the intermediate computer before any communication with a CSA is even initiated, e.g., as part of a set up procedure, whereas customer data may also be transmitted to the intermediate computer after selection of a merchant, but before the merchant number is dialed, or transmitted to the intermediate computer after selection of the merchant and dialing of the customer service merchant number, e.g., while the customer navigates an IVR menu or in response to selection of an IVR menu option, but before a live discussion between the customer and the CSA. Moreover, as another example, and as described above, different password handshake sequences may be utilized for additional data security.

Accordingly, embodiments are intended to exemplify alternatives, modifications, and equivalents that may fall within the scope of the claims.

Claims (47)

What is claimed is:

1. A computer-implemented method for managing access to customer data by a customer service agent of a merchant, the method comprising:

an intermediate computer, controlled by a host other than the merchant and in communication with a computing device of a customer through a first network and in communication with a computer of a customer service agent through a second network, storing customer data received from the customer computing device through the first network;

the customer service agent computer receiving a communication request through a third network and from the customer computing device, the communication request comprising a request by the customer to communicate with the customer service agent;

the customer service agent computer transmitting a data request to the intermediate computer through the second network, wherein the data request is transmitted by the customer service provider computer to the intermediate computer in response to selection by the customer of an item of a call menu of the customer service agent computer before the customer is routed to a live customer service agent;

the intermediate computer receiving the data request from the customer service agent computer; and

in response to the data request, the intermediate computer providing the customer service agent computer with access through the second network to the customer data stored by the intermediate computer before the customer is routed to the live customer service agent, wherein the intermediate computer is responsive to the customer indicating when the customer service agent computer is permitted to access the customer data,

wherein the customer and the customer service agent engage in a live discussion with each other through the customer computing device and the customer service agent computer after the customer service agent computer is provided access to the customer data stored by the intermediate computer.

2. The computer-implemented method ofclaim 1, wherein the customer computing device is a mobile communication device.

3. The computer-implemented method ofclaim 1, the method further comprising:

the intermediate computer storing data of another customer;

the customer service agent computer receiving a second communication request from a second customer computing device through a fourth network;

the customer service agent computer transmitting a second data request to the intermediate computer through the second network;

the intermediate computer receiving the second data request from the customer service agent computer; and

the intermediate computer, in response to the second data request, providing the customer service agent computer with access through the second network to the second customer data stored by the intermediate computer,

wherein the second customer and the customer service agent engage in a live discussion with each other through the second customer computing device and the customer service agent computer after the customer service agent computer is provided access to the second customer data stored by the intermediate computer.

4. The computer-implemented method ofclaim 1, the data request comprising

customer identification data, wherein the intermediate computer identifies the stored customer data based at least in part upon the received customer identification data.

5. The computer-implemented method ofclaim 4, the customer identification data comprising a telephone number utilized by the customer to call the customer service agent, the stored customer data being associated with the telephone number.

6. The computer-implemented method ofclaim 4, the customer identification data comprising an electronic mail address utilized by the customer to contact the customer service agent, the stored customer data being associated with the electronic mail address.

7. The computer-implemented method ofclaim 4, the customer identification data comprising an Internet Protocol address of the customer's computing device utilized during an on-line communication with the customer service agent, the stored customer data being associated with the Internet Protocol address.

8. The computer-implemented method ofclaim 1, the intermediate computer providing the customer service agent access to the stored customer data without the customer service agent having to request the stored customer data from the customer.

9. The computer-implemented method ofclaim 1, the merchant being a merchant at which the customer has an account.

10. The computer-implemented method ofclaim 2, the intermediate computer storing customer data acquired by or manually entered into the mobile communication device of the customer.

11. The computer-implemented method ofclaim 2, the intermediate computer receiving and storing customer data acquired by an image acquisition element of the mobile communication device.

12. The computer-implemented method ofclaim 1, the intermediate computer receiving the data request from the customer service agent computer and providing the customer service agent computer access to stored customer data during navigation by the customer of the call menu.

13. The computer-implemented method ofclaim 1, the intermediate computer providing the customer service agent computer with restricted access to the stored customer data.

14. The computer-implemented method ofclaim 13, the restricted access comprising read only access to the stored customer data specified by the customer.

15. The computer-implemented method ofclaim 13, the restricted access comprising temporary access to the stored customer data specified by the customer.

16. The computer-implemented method ofclaim 1, the intermediate computer receiving and storing the customer data before the communication request is transmitted by the customer computing device to the customer service agent computer.

17. The computer-implemented method ofclaim 1, further comprising the intermediate computer storing customer input related to the customer data, the intermediate computer providing the customer service agent computer with access to the customer data and the customer input related to the customer data in response to the data request.

18. The computer-implemented method ofclaim 17, the customer input related to the customer data specifying why the customer is calling the customer service agent.

19. The computer-implemented method ofclaim 1, the customer data comprising an account number.

20. The computer-implemented method ofclaim 1, the customer data comprising customer authentication data.

21. The computer-implemented method ofclaim 20, the authentication data comprising an image of, or data determined from, an identification document of the customer.

22. The method ofclaim 21, the identification document comprising a driver's license.

23. The method ofclaim 21, the identification document comprising a social security card.

24. The computer-implemented method ofclaim 20, the authentication data comprising a photograph or voice sample of the customer.

25. A computer-implemented method for managing access to customer data by a customer service agent of a merchant, the method comprising:

an intermediate computer, controlled by a host other than the merchant and in communication with a computing device of a customer through a first network and in communication with a computer of a customer service agent through a second network, storing customer data received from the customer computing device through the first network;

the customer service agent computer receiving a communication request through a third network and from the customer computing device, the communication request comprising a request by the customer to communicate with the customer service agent; wherein the data request is transmitted by the customer service provider computer to the intermediate computer in response to selection by the customer of an item of a call menu of the customer service agent computer before the consumer is routed to a live customer service agent; and in response to the data request, the intermediate computer providing the customer service agent computer with access through the second network to the customer data stored by the intermediate computer during navigation by the customer of the call menu and before the customer is routed to the live customer service agent, wherein the intermediate computer is responsive to the customer indicating when the customer service agent computer is permitted to access the customer data, wherein the customer and the customer service agent engage in a live discussion with each other through the customer computing device and the customer service agent computer after the customer service agent computer is provided access to the customer data stored by the intermediate computer.

26. The computer-implemented method ofclaim 25, wherein the customer computing device is a mobile communication device.

27. The computer-implemented method ofclaim 25, the method further comprising:

the intermediate computer storing data of another customer;

the customer service agent computer receiving a second communication request from a second customer computing device through a fourth network;

the customer service agent computer transmitting a second data request to the intermediate computer through the second network;

the intermediate computer receiving the second data request from the customer service agent computer; and

the intermediate computer, in response to the second data request, providing the customer service agent computer with access through the second network to the second customer data stored by the intermediate computer,

wherein the second customer and the customer service agent engage in a live discussion with each other through the second customer computing device and the customer service agent computer after the customer service agent computer is provided access to the second customer data stored by the intermediate computer.

28. The computer-implemented method ofclaim 25, the data request comprising customer identification data, wherein the intermediate computer identifies the stored customer data based at least in part upon the received customer identification data.

29. The computer-implemented method ofclaim 28, the customer identification data comprising a telephone number utilized by the customer to call the customer service agent, the stored customer data being associated with the telephone number.

30. The computer-implemented method ofclaim 28, the customer identification data comprising an electronic mail address utilized by the customer to contact the customer service agent, the stored customer data being associated with the electronic mail address.

31. The computer-implemented method ofclaim 28, the customer identification data comprising an Internet Protocol address of the customer computing device utilized during an on-line communication with the customer service agent, the stored customer data being associated with the Internet Protocol address.

32. The computer-implemented method ofclaim 1, the intermediate computer providing the customer service agent access to the stored customer data without the customer service agent having to request the stored customer data from the customer.

33. The computer-implemented method ofclaim 25, the merchant being a merchant at which the customer has an account.

34. The computer-implemented method ofclaim 26, the intermediate computer storing customer data acquired by or manually entered into the mobile communication device of the customer.

35. The computer-implemented method ofclaim 26, the intermediate computer receiving and storing customer data acquired by an image acquisition element of the mobile communication device.

36. The computer-implemented method ofclaim 25, the intermediate computer providing the customer service agent computer with restricted access to the stored customer data.

37. The computer-implemented method ofclaim 36, the restricted access comprising read only access to the stored customer data specified by the customer.

38. The computer-implemented method ofclaim 36, the restricted access comprising temporary access to the stored customer data specified by the customer.

39. The computer-implemented method ofclaim 25, the intermediate computer receiving and storing the customer data before the communication request is transmitted by the customer computing device to the customer service agent computer.

40. The computer-implemented method ofclaim 25, further comprising the intermediate computer storing customer input related to the customer data, the intermediate computer providing the customer service agent computer with access to the customer data and the customer input related to the customer data in response to the data request.

41. The computer-implemented method ofclaim 40, the customer input related to the customer data comprising a message created or selected by the customer specifying why the customer is calling the customer service agent.

42. The computer-implemented method ofclaim 25, the customer data comprising an account number.

43. The computer-implemented method ofclaim 25, the customer data comprising customer authentication data.

44. The computer-implemented method ofclaim 43, the authentication data comprising an image of, or data determined from, an identification document of the customer.

45. The method ofclaim 44, the identification document comprising a driver's license.

46. The method ofclaim 44, the identification document comprising a social security card.

47. The computer-implemented method ofclaim 44, the authentication data comprising a photograph or voice sample of the customer.

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